Leading Russian Mobile Operator, MegaFon Completes Implementation of NICE Quality Optimization Solution

RA'ANANA, Israel and MOSCOW, May 20 /PRNewswire-FirstCall/ -- NICE Systems Ltd. (Nasdaq: NICE), a leading global provider of advanced solutions that enable enterprises and security organizations to extract Insight from Interactions, transactions and surveillance to drive business performance, reduce risk and ensure safety and MegaFon, a leading Russian mobile operator, today announced that MegaFon has expanded its NICE-Avaya environment with its successful implementation of NICE’s Quality Optimization solution, a next-generation quality management (QM) solution for contact centers that is part of the NICE SmartCenter suite. Having deployed the NICE solution will enable MegaFon to optimize Customer Dynamics, with a unified view of contact center performance and increased quality of service provided to its subscribers, thus building customer satisfaction and loyalty.

MegaFon is Russia's first service provider of 3G and GSM, with more than 50 million subscribers and a focus on customer service. The NICE Quality Optimization solution has been deployed to enable MegaFon's contact center management to better understand how agents can handle customer service-related calls in the most optimal fashion, regardless of which of the provider's services the call may focus on, such as roaming, conference calls, fax or data transmissions. NICE Quality Optimization is designed to help fine-tune agent skills, so agents can handle more complex calls such as subscriber inquiries about saving money on calls and Internet traffic, and calls from potential customers about how to become a subscriber. By automatically correlating trends with agent performance, MegaFon will be able to develop targeted performance improvement programs for corrective action for contact center staff, thereby improving quality of service and customer satisfaction.

Natalia Spitsina Director of Commercial Function at Stolichny Branch of OJSC "MegaFon", said "One of MegaFon's most important corporate key performance indicators is whether we are living up to the highest level of our subscribers' expectations and needs. Being a leading provider of outstanding customer service is what differentiates MegaFon in the Russian telecommunications market, and this is what NICE Quality Optimization is going to help us solidify and strengthen."

"The mobile communications market is highly competitive, and service levels can dictate whether a provider will sink or swim," said Shlomi Cohen, President NICE EMEA. "Implementing NICE Quality Optimization, an end-to-end quality management solution, is the right choice to help MegaFon stay ahead of the competition by bridging the gap between the organization's existing quality management processes and its key business objectives."

About NICE SmartCenter

NICE SmartCenter is the premier solution suite for helping companies optimize Customer Dynamics, with unique capabilities for capturing customer and organization intent, analyzing interactions and transactions for insight, and generating impact on the interaction and the business. NICE SmartCenter includes pre-packaged business solutions that address specific business issues, powered by best-in-class functional components spanning call recording, quality management, workforce management, cross-channel interaction analytics, including speech analytics, real-time guidance, and  performance management. The business solutions capture, analyze and impact customer interactions in real time, across a variety of channels, from audio, email and chat to social media and text messaging.  The solutions include nine packaged offerings: Customer Churn Reduction, Sales Effectiveness, Customer Experience, Marketing Effectiveness, Collections Optimization, Quality Optimization, First Contact Resolution Optimization, Average Handle Time Optimization, and Compliance Management.  These solutions can be deployed on premise, in a hosted model, or via a managed service, and can be implemented stand-alone or fully integrated with customer relationship management and business intelligence solutions.

About MegaFon

OJSC "MegaFon" is the first all-Russian mobile operator in GSM 900/1800 and 3G (UMTS\HSDPA) standard. The company was founded in May 2002 as a result of renaming and reorganization of Open Joint Stock Company "North-West GSM" and integration under one brand with CJSC "Sonic Duo" (Moscow), CJSC "Mobicom-Kavkaz", CJSC "Mobicom-Centre", CJSC "Mobicom-Novosibirsk", CJSC "Mobicom-Khabarovsk", CJSC "Mobicom-Kirov", OJSC "MSS-Povolzhie", CJSC "Volzhsky GSM" and CJSC "Uralsky GSM". License area of OJSC "MegaFon" , as well as that of 100% of its subsidiaries, covers the entire territory if the Russian Federation with population over 145 mln. MegaFon develops its business basing on the principle of maximum satisfaction for its subscribers, fair competition and information transparency. MegaFon makes use of advanced technologies, providing the company's subscribers new possibilities for communication and work with information. The set of services of high-quality mobile communication unique for the Russian mobile market, is targeted both at both individual and corporate subscribers. Learn more about MegaFon at http://eng.megafon.ru.

About NICE Systems

NICE Systems (Nasdaq: NICE) is the leading provider of Insight from Interactions solutions and value-added services, powered by advanced analytics of unstructured multimedia content - from telephony, web, radio and video communications. NICE's solutions address the needs of the enterprise and security markets, enabling organizations to operate in an insightful and proactive manner, and take immediate action to improve business and operational performance and ensure safety and security. NICE has over 24,000 customers in more than 150 countries, including more than 80 of the Fortune 100 companies. More information is available at http://www.nice.com.

Trademark Note: 360 degree View, Alpha, ACTIMIZE, Actimize logo, Customer Feedback, Dispatcher Assessment, Encorder, eNiceLink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet are trademarks and/or registered trademarks of NICE Systems Ltd. All other trademarks are the property of their respective owners.

This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Messer Cohen, are based on the current expectations of the management of NICE-Systems Ltd. (the Company) only, and are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of the global economic environment on the Company's customer base (particularly financial services firms) and the resulting uncertainties; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; pressure on pricing resulting from competition; and inability to maintain certain marketing and distribution arrangements. For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the Securities and Exchange Commission, including the Company's Annual Report on Form 20-F.   The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.

SOURCE NICE Systems Ltd